This role is to provide leadership to the Delivery Team in ensuring delivery of all client solutions. You will provide a vital role to ensure quality through all project phases whilst also fostering an environment of continual improvement.
Key Responsibilities
Manage and support the Delivery Team to ensure the team are committed to delivering to all clients and alignment with the company objectives. Mentor all team members to enhance their programme/project execution abilities and to enhance their client management skills. Develop the Delivery function to be more proactive and interactive with the customer, including the ability to advise, recommend and implement changes to the ways of working to ensure optimized programme/project delivery. Define objectives and KPIs for the team to maintain and improve team effectiveness. Manage and coach all team members through objective setting and regular reviews, providing constructive feedback to enable them to further develop their skills and progress. Service Delivery
Support and guide all team members to ensure all programmes of work and projects are delivered on time and on budget to give excellent client satisfaction. Serve as the primary contact for client escalations, working with the client success manager and the Delivery team to resolve any issues. Cultivate and manage relations with key clients, acting as a trusted advisor. Ensure the Delivery Team effectively manages project change management, scope creep, risk management, project planning and all other aspects required to deliver successful programmes and projects. In time develop a PMO function to act as a central place to advise on client delivery and to assist all Programme/Project managers to be more effective. Continuous Improvement and Best Practices
Develop frameworks and processes for continuous review and improvement of our delivery processes including onboarding of new projects. Champion Agile methodologies and toolsets, including creating a culture of resilience and responsiveness. Foster a culture of collaboration within the team, continuous improvement and excellence for all Service Delivery ways of working. Work with the delivery team to create and maintain a robust documentation library and programme/project management assets to ensure consistency across projects. Coordinate resources with consulting and technology areas for successful project initiation, discovery and delivery. Work with Sales team on new opportunities, identify growth opportunities within client engagements and contribute to business development initiatives. Work alongside other Head of departments to have a joined up approach to Pre Sales, Discovery and Delivery of Programmes/Projects. Requirements
Proven leadership, a strong track record of success in a senior delivery role, with experience in the retail/order management space. Proven ability to lead and motivate delivery teams to successful outcomes, with a track record of developing high performing delivery teams. Experience of mentoring Programme/Project managers to enable them to grow and develop. Programme/Project management background including pre sales, planning and delivery. Continual improvement mindset, with the ability to instill this in all project teams. Demonstrated success in problem solving, risk management and driving issue resolution. An expert on Agile project delivery, including practical skills on tools used to support Agile Delivery. Ability to support the Sales team to ensure high level requirements are understood, work with team to ensure robust project planning and initiation. Personal focus on continuous improvement and innovation, open to new ideas and encouragement of this within all teams. Exceptional client engagement and communication skills. Experience Required
10+ years experience of working in a fast-moving IT services organization. 10+ years experience as a Programme/Project Manager role managing large scale programmes/projects for enterprise clients. 2+ years experience of leading multiple project teams. Domain knowledge and expertise in Retail, Ecommerce or Supply chain.
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Manage and support the Delivery Team to ensure the team are committed to delivering to all clients and alignment with the company objectives. Mentor all team members to enhance their programme/project execution abilities and to enhance their client management skills. Develop the Delivery function to be more proactive and interactive with the customer, including the ability to advise, recommend and implement changes to the ways of working to ensure optimized programme/project delivery. Define objectives and KPIs for the team to maintain and improve team effectiveness. Manage and coach all team members through objective setting and regular reviews, providing constructive feedback to enable them to further develop their skills and progress. Service Delivery
Support and guide all team members to ensure all programmes of work and projects are delivered on time and on budget to give excellent client satisfaction. Serve as the primary contact for client escalations, working with the client success manager and the Delivery team to resolve any issues. Cultivate and manage relations with key clients, acting as a trusted advisor. Ensure the Delivery Team effectively manages project change management, scope creep, risk management, project planning and all other aspects required to deliver successful programmes and projects. In time develop a PMO function to act as a central place to advise on client delivery and to assist all Programme/Project managers to be more effective. Continuous Improvement and Best Practices
Develop frameworks and processes for continuous review and improvement of our delivery processes including onboarding of new projects. Champion Agile methodologies and toolsets, including creating a culture of resilience and responsiveness. Foster a culture of collaboration within the team, continuous improvement and excellence for all Service Delivery ways of working. Work with the delivery team to create and maintain a robust documentation library and programme/project management assets to ensure consistency across projects. Coordinate resources with consulting and technology areas for successful project initiation, discovery and delivery. Work with Sales team on new opportunities, identify growth opportunities within client engagements and contribute to business development initiatives. Work alongside other Head of departments to have a joined up approach to Pre Sales, Discovery and Delivery of Programmes/Projects. Requirements
Proven leadership, a strong track record of success in a senior delivery role, with experience in the retail/order management space. Proven ability to lead and motivate delivery teams to successful outcomes, with a track record of developing high performing delivery teams. Experience of mentoring Programme/Project managers to enable them to grow and develop. Programme/Project management background including pre sales, planning and delivery. Continual improvement mindset, with the ability to instill this in all project teams. Demonstrated success in problem solving, risk management and driving issue resolution. An expert on Agile project delivery, including practical skills on tools used to support Agile Delivery. Ability to support the Sales team to ensure high level requirements are understood, work with team to ensure robust project planning and initiation. Personal focus on continuous improvement and innovation, open to new ideas and encouragement of this within all teams. Exceptional client engagement and communication skills. Experience Required
10+ years experience of working in a fast-moving IT services organization. 10+ years experience as a Programme/Project Manager role managing large scale programmes/projects for enterprise clients. 2+ years experience of leading multiple project teams. Domain knowledge and expertise in Retail, Ecommerce or Supply chain.
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